Contact Center Solutions Engineering Manager

About the Team

Zoom is looking to grow its global Contact Center Solutions Engineering team. Do you have a passion for working with customers and building successful teams? Do you have experience working in the Contact Center industry? Are you excited to dive into technology that powers better customer experiences? If so, we would love to have you join us at Zoom!

Contact Center Consulting Solution Engineers serve as experts in Zoom's portfolio of Contact Center capabilities, and are responsible for driving the technical portion of a CX sales cycle alongside their Zoom sales colleagues. Join us in helping our customers level up their contact centers and growing Zoom’s next billion dollar business.

About The Role

Zoom is seeking a Solutions Engineering Manager for our Contact Center CSE organization. We are looking for a dynamic leader with deep CCaaS experience who can evolve, build, and scale the Americas Upmarket ZCC CSE team.

You will be responsible for leading a team of talented Consulting Solutions Engineers, and fostering a culture of trust, teamwork and continued improvement. You will recruit, hire, and onboard new team members while maintaining team culture and strong sales execution. You will serve as a business partner for the Zoom Contact Center Americas Upmarket Sales Leaders, and contribute to strategic planning, coverage models and business strategy. You will also work in tandem with our Americas Upmarket SE leaders to partner, build, and execute a successful specialist SE strategy for your region.

Responsibilities:

• Build and execute a successful technical business plan for America's Upmarket Zoom Contact Center GTM.

• Inspire, enable, coach and manage a team of Zoom Contact Center Solutions Engineers.

• Work cross-functionally with your sales and solutions engineering partners to meet and exceed revenue goals for your region.

• Drive customer needs and requirements into product deliverables and help shape Zoom’s Contact Center portfolio.

• Support and advise the team on technical deal strategy, and in managing technical and customer escalations.

• Maintain a thorough understanding of what's going on in your region; recognize needs of your team/customers/partners, identify challenges, and drive solutions to resolve those challenges.

About You
Basic Qualifications:

• 7+ years experience in CCaaS, telephony, UCaaS or cloud delivered communications technologies

• 2+ years leading a technical pre sales organization or related equivalent

• Proven ability to engage, retain and develop a high performing team

• Bias for leading from the front and digging in alongside your team

• Experience working with enterprise customers and addressing complex solution requirements

• Understand multi-vendor solution architectures; both on-premises and cloud

• Excellent verbal and written communication skills, including ability to present to customers and key decision makers

• Demonstrated ability to collaborate closely with customers and internal management, sales representatives, and product teams

• Ability to discuss Business Objectives, Business Outcomes, TCO and ROI with customers

Preferred Qualifications:

• End-to-end IT systems, UCaaS and/or AI knowledge

• Understanding of Zoom partner and ecosystem partners, products and applications

• Strong business acumen and executive presence

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Explore Zoom:

• Hear from our leadership team

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• Visit our Blog

• Zoom with us!

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.